Case Study: Foneco improves incident response and SRE best practices with Squadcast

How Squadcast helps in adopting SRE best practices for incident management at Foneco

Foneco, a telecommunications company in Montréal, Canada, needed a better way to manage incidents across its global phone service operations. Its manual call-center style process led to delays in incident acknowledgement, poor escalation handling, and unreliable incident response reporting. Squadcast was brought in to help Foneco adopt SRE best practices for incident management.

Using Squadcast’s incident management platform, Foneco implemented automated on-call scheduling, escalation policies, schedule overrides, and comprehensive MTTA/MTTR reporting. Squadcast helped the team avoid missed alerts, route notifications to the right responders, and track SLOs more effectively. According to Foneco’s CTO, the company saw ack and resolution times go down significantly and has not missed a single alert.

Foneco

Dave Lechasseur

Chief Technology Officer